Waitlist Reservations Management Quick Reference Guide

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Vernon Singleton
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1 Waitlist Reservations Management Quick Reference Guide Published Date: November 15 Introduction The purpose of this Quick Reference Guide is to outline the required configuration, set-up and management of Waitlist inventory. It assumes understanding of the following: The Maestro User Interface The Individual Reservation Creation Process The Group Reservation Creation Process Maestro Messaging Waitlist reservations are created when the actual physical room inventory is not available and the reservation enquiry would like to add their name to a list in case that room type becomes available. During the reservation creation process the status of the reservation can be changed to Waitlist. Set-up Before waitlist reservations can be created there are some configuration options to be considered. Configuring Waitlist Inventory Firstly Waitlist Inventory has to be enabled. Open a session of Front Desk Maintenance and select Set-up System Options. On the right side of the System Options Screen ensure the Use Waitlist flag is set to Y. This can be done by doing a look-up (F8) in the field or by typing a Y. Page 1 of 19

2 Once the Use Waitlist flag has been set to a Y, additional Inventory options also need to be configured in Front Desk Maintenance. Inventory Options In the Inventory Options screen (Front Desk Maintenance Set-up Inventory Options) Waitlist inventory needs to be configured for Individual reservations and if required also for Group Reservations. Page 2 of 19

Individual The Allow Tentative for FIT flag needs to be set to a Y to continue configuring Waitlisting. This can be done by either typing a Y in the field or by using a look-up in this field.

3 Individual The Allow Tentative for FIT flag needs to be set to a Y to continue configuring Waitlisting. This can be done by either typing a Y in the field or by using a look-up in this field. FIT Description is a free-form text field and allows the user to enter the preferred display status for waitlist reservations. There is space for 11 characters which can be numbers, letters, symbols or a combination of all three. In the example above WAITLIST has been used. FIT default for new reservation sets the default status when a user is creating new FIT reservations (i.e. non-group reservations). There are two options for the default status for all new reservations these are either tentative (i.e. waitlist) or confirmed (i.e. reserved status). The difference being that waitlist status does NOT hold inventory and reserved status will hold inventory. A look-up (F8) on the field can be done to select the appropriate option or it can be typed. Allow Mixed Inventory enables inventory to be booked on one reservation which is both in reserved and tentative (or waitlist status). For example on a 5 night stay a guest could have 3 nights reserved and the remaining nights waitlisted. Hold Tentative and Discard Days Before Arrival are fields to be used for Future Development. Group The Allow Tentative for Group flag needs to be set to a Y to continue configuring the Waitlist option for group master reservations. A Y can be typed in this field or a look-up (F8) can be performed. The Group Description is a free-form text field and allows the user to enter the preferred display status for tentative group reservations. FIT default for new reservation sets the default status for new group reservations. There are two options for the default status for all new reservations these are either tentative or confirmed (i.e. reserved status). The difference being that waitlist status does NOT hold inventory and reserved status will hold inventory. A look-up on the field can be done to select the appropriate response or it can be typed. Page 3 of 19

4 Allow Mixed Inventory enables inventory to be booked on a group reservation which is both in reserved and tentative status. For example some rooms on the group block are taken from the hotel inventory and held for this group and other rooms are in a tentative status (i.e. the inventory is not held). Hold Tentative and Discard Days Before Arrival are fields to be used for Future Development. Waitlist Notification Configuration There are 2 methods that Maestro can use to notify Users that a Waitlist Reservation exists. Both methods trigger a notification when a reservation is cancelled on a date when there was no inventory previously available. Maestro compares the room type that has become available with any waitlist reservation that has the same room type and date range. If there are multiple waitlist reservations that meet this criteria Maestro selects the reservation with the lowest reservation number i.e. on a first come, first served basis. The 2 options are display notification on cancellation and an automatic system generated Trace Message. They can be used exclusively or inclusively. Display notification on Cancellation On the System Options screen in Front Desk Maintenance (set-up System Options) the Disp Waitlt Res on Cancel flag will notify the maestro user that just completed a cancellation if a waitlist reservation exists for the same Room Type. If this is required the flag must be set to a Y by either doing a look-up (F8) or typing a Y in the field. Page 4 of 19

System Generated Trace Message In Front Desk Maintenance select Codes Trace Code Maintenance In the above example a Trace Code (Tr Code) has been created called CXL and the Description of Cancelled

5 System Generated Trace Message In Front Desk Maintenance select Codes Trace Code Maintenance In the above example a Trace Code (Tr Code) has been created called CXL and the Description of Cancelled Res has been used. If required, a new Trace Code can be created using the Create (F6) key. After a Tr Code and Description has been entered, the Tr Days field should remain blank. Next, perform a look-up on the TR Src field and select the last option CW Notification of Cancel with Waitlisted Rooms. If a Clerk name is entered in the Clerk Field, Maestro will send a trace message to the specified user. To enter a Maestro Clerk Code in the Clerk field, use the Look up Key (F8) or key in a valid user name. Alternatively, this field can be left blank and Maestro will send a notification to the user who canceled the Reserved reservation. Creating a Waitlist Reservation The user can start the reservation process from the same screens as if creating a regular reservation. Once the reservation process is started Maestro displays the reservation availability selection screen Page 5 of 19

6 On the Reservation Availability Selection screen the reservation status defaults to the status as set by the FIT Default for New Reservations flag in the Inventory Options screen within Front Desk Maintenance. In the example above the default status is Reservation. Changing Reservation Status Changing Reservation Status on the Reservation Availability Selection Screen If it is known that the reservation will be a different status from the default status for new reservations at this screen the status can be changed, the reservation status can be changed directly from this screen in one of two ways: 1) On the field displaying the reserved status beside the reservation number field, using the mouse, double left-click to change the status from Reserved to Waitlisted. By double left-clicking on the mouse once more the reservation status can be changed back to the default status for new reservations. 2) Using the arrow keys on the keyboard move the cursor to the field displaying reserved and press the Enter key to change the status from Reserved to Waitlisted. If the cursor is placed back into this field the status can be changed back to the default status for new reservations. Page 6 of 19

7 The Reservation Status can also be changed from various Availability screens, in addition to the Reservation Availability Selection Screen. Quick Availability Screen Using either the mouse or keyboard, navigate to the center field at bottom of the screen displaying Reservation and double left click or press the Enter key to change the status. Page 7 of 19

of the screen displaying Reservation and double left

8 Room Type Availability/Rates Using either the mouse or keyboard, navigate to the field at the top left portion of the screen displaying Reservation and double left click or press the Enter key to change the status.. Page 8 of 19

. Room Number/Rates Availability Using either the mouse or keyboard, navigate to the field at the top left

9 General Availability Chart Using either the mouse or keyboard, navigate to the center field at bottom of the screen displaying Reservation and double left click or press the Enter key to change the status.. Room Number/Rates Availability Using either the mouse or keyboard, navigate to the field at the top left portion of the screen displaying Reservation and double left click or press the Enter key to change the status. Page 9 of 19

Completing the Reservation Once the reservation status has been changed as outlined above the rest of the reservation creation process can be completed as normal.

Status change on the Display Notification on Cancellation screen Maestro will notify the user when they cancel a reservation if a waitlist reservation exists for the SAME Room Type during the same

10 Completing the Reservation Once the reservation status has been changed as outlined above the rest of the reservation creation process can be completed as normal. Changing a Waitlist Reservation to be Reserved Maestro will follow the configured options for notification of a waitlist reservation (see section 2.2) once a cancellation has been processed. Status change on the Display Notification on Cancellation screen Maestro will notify the user when they cancel a reservation if a waitlist reservation exists for the SAME Room Type during the same date range. To change the status of the waitlisted reservation to Reserved ensure that the reservation is highlighted blue by using the arrow keys or left-clicking the mouse. Next, from the window pull down menu select confirm inventory. When the dialogue box is displayed, select the OK button. Page 10 of 19

$Access the Received Messages window via File Mail\Reports Messaging and using either the mouse or arrow keys select the$

11 Change the Status using the Trace Message Notification Once a reservation has been cancelled when a Waitlist reservation exists with the same room type and matching date range Maestro automatically sends a message to the designated clerk or group of clerks. The Mail Lamp subsequently illuminates. Access the Received Messages window via File Mail\Reports Messaging and using either the mouse or arrow keys select the message entitled Cancelled Res and press enter to read the message. Page 11 of 19

12 In the body of the message the first line will display cancelled Res and in the remaining lines display the waitlisted reservation numbers. Exit from the Message, return to the main Maestro Screen and select the Guest Reservation Screen. In the Reservation number field type in the waitlist reservation number. Page 12 of 19

13 At the top right of the Guest Reservation screen the status of the reservation is displayed. This reservation is the status of Waitlist To change the status of the reservation from Waitlist to Reserved using the mouse left click on the Reserve button at the bottom right of the screen. Using the keyboard use the arrow keys to move the cursor to the Reserve button and press enter. Page 13 of 19

14 The status of the reservation has now been changed from Waitlisted to Reserved. The status of the reservation can also be changed using the mouse or keyboard to access the Status menu at the top of the screen. Select Status Reserve to change the selected reservation status. The status of the reservation has been changed from Waitlist to Reserved. Page 14 of 19

15 Changing the Status from Reserved to Waitlisted Once the Status of a reservation has been changed to Reserved it is not possible to change the status back to Waitlist from this screen. In order to change the status of the reservation from Reserved to Waitlist, the assigned inventory needs to be deleted and re-assigned subject to rate availability. Page 15 of 19

To Delete the current assigned inventory, begin by accessing the Assignment Chart. Next, highlight the inventory that needs to be re-assigned and use the Delete (F7) key to delete the inventory.

16 To Delete the current assigned inventory, begin by accessing the Assignment Chart. Next, highlight the inventory that needs to be re-assigned and use the Delete (F7) key to delete the inventory. Next, inventory can then be re-assigned with a Waitlist status. To do this, select the Book Guest Rooms located at the bottom of the Assignment Chart and then select the appropriate Availability screen. Additional Availability screens can also be accessed by using the Rates/Char menu from the Assignment Chart screen by using the mouse to navigate to this menu or the keyboard by pressing Alt and T and the corresponding underlined letter of the desired menu option. From the appropriate screen select the room type/rate and change the status of the inventory to Waitlist using any of the methods described in section Changing the Reservation Status. Page 16 of 19

asterisks indicate that the inventory held is not reserved but Waitlisted.

17 On Returning to the Assignment Chart the line of inventory will be displayed. The far left column will be populated by ** and underneath Maestro denotes that the double asterisks indicate that the inventory held is not reserved but Waitlisted. On exiting from the Assignment Chart screen, the status of the reservation on the Guest Reservation screen is now Waitlist. Page 17 of 19

18 Reporting Waitlisted Reservations can be reported using the Arrived and Reserved Guests report from the Guest Reports menu (Front Desk Menu Reports Guest Reports). This report can be run for arrivals on a specific date or date range for all buildings or a particular building. Page 18 of 19

19 The Res Status option is used to define what status of reservations is to be displayed on the report. If only reservations that are in waitlist status are required then a W would be typed in this field. If all reservations regardless of their status are required the field would be left blank. Note that there is no lookup on this field and the default reservation status is Reserved. The Remaining options on this screen allow for further narrowing of the information generated by the report and importantly the sort order. The report can be sorted by Name, Arrival date, Company, sharer, reservations or room number. Note that there is no look-up in this field and the default sort order is by name (i.e. alphabetically). Using the OK button at the bottom of the screen will generate the report based on the user s requirements. The top right of the report indicates the selection criteria at the time the report was run and indicates how waitlist reservations are identified. The body of the report is broken into sections, each section being a different reservation status. In the extract above there is one Waitlist Reservation at a Rate of $ for a SG Room Type in the QL building. It is guaranteed by Credit Card and is for 1 adult. The Reservation name, number, arrival and departure dates and rate type are also displayed. The total number of Waitlist Reservations is displayed at the end of all the Waitlist Reservations. Page 19 of 19

Front Desk Dashboard Quick Reference Guide

Front Desk Dashboard Quick Reference Guide Published Date: November 15 Introduction The Front Desk Dashboard allows users to access the most common menus and screens in Maestro from a single access point.